Customer Benefit Advisor I (On-Site)- Portland

Unum Group•Portland, ME

21h•Onsite

About The Position

The Customer Benefit Advisor (CBA) I is the entry level in a three-level career path. A CBA I is a critical first point of contact for our customers. To be successful in this role, the incumbent is responsible for demonstrating exceptional customer service for business serviced by Unum/Colonial Life. It is critical to provide accurate information on benefits, claims, and or policy administration with minimal operational oversight. Incumbents in this role will be tasked with compiling information for multiple product types, from multiple systems, and providing responses to customers that are thorough, clear, and concise. All work is carefully performed according to established protocols/procedures. In this role, incumbents must demonstrate a willingness to provide strong customer service – providing accurate information to customers, expressing appropriate empathy, and resolving customer issues where appropriate. This position requires the use of multiple system applications and administrative processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate documentation for our internal cross-functional business partners. In addition to providing excellent customer service in accordance with established standards, incumbents will need to demonstrate proficiency in individual metrics (i.e. accuracy, post-interaction surveys, average handle time, after call work, schedule adherence, etc.) that are in line with pre-set expectations and drive results for the Customer Contact Center.

Requirements

Highschool diploma or GED required.
Successful completion of Contact Center training program, including demonstrating phone proficiency and passing required knowledge checks.
A passion for helping customers and exceeding their expectations with high integrity.
Excellent verbal and written communication skills with the ability to flex your communication style to best meet the needs of customers.
Enthusiasm for working in a fast-paced, structured environment, answering numerous inquiries for customers at their greatest time of need.
Strong computer and multi-tasking skills as well as the ability to confidently work in multiple systems with dual monitors.
Familiarity with Microsoft applications such as Outlook, Word, and Excel.
Intellectual curiosity and a desire to continually learn and grow.
An excellent work ethic and ability to adapt and work successfully in a continually changing environment.
Dependability – being available when needed by teammates and customers.
Comfortable with video communications via MS Teams throughout the day to communicate with teammates and leadership face to (virtual) face.
Must meet attendance requirements and in office expectations when applicable.

Nice To Haves

1 year customer service experience preferred, with a strong preference that the experience be in the insurance/healthcare/medical/financial field or equivalent area.

Responsibilities

Be the customers’ first line of sight (advisor) by being available to assist via multiple avenues of communication with timely and accurate information regarding policy and coverage-related questions.
Meet or exceed company goals and metrics to guarantee the best experience for customers.
Be open and motivated by feedback and guidance to be at your best for customers.
Protect customers’ privacy (both internal and external) and reassure them with empathy and professionalism.
Be available to work a regularly assigned shift between the hours of 8:00 am and 8:00 pm Eastern time Monday-Friday.
Reliable attendance in accordance with contact center attendance guidelines.
Successfully complete all required training and associated support periods.
Ability to obtain information from multiple systems and relay to customers in a seamless manner.
Follow all documented processes/workflow to enhance customer service and reduce customer effort/operating efficiency.
Utilize resources and tools to accurately respond to customer inquiries.
Demonstrate a passion for the values outlined in Our Values statements.
May perform other duties as assigned.

Benefits

Award-winning culture
Inclusion and diversity as a priority
Performance Based Incentive Plans
Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
Generous PTO (including paid time to volunteer!)
Up to 9.5% 401(k) employer contribution
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
Flexible work environments
healthcare benefits (health, vision, dental)
insurance benefits (short & long-term disability)
performance-based incentive plans
paid time off
a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.